American Client Names Son After WIPRO Agent
By Gauri Shankar

With the industry becoming more and more customer centric, its no surprise if an agent happens to escalate few customers’ appreciation calls to the supervisor. However, there is this agent working in Wipro BPO, who got much more than just a few words of praise by the customer. An award that makes him be remembered all through someone’s life. The customer named her child after Rahul’s name.

It all started few months back when Mrs. Jones had billing queries .Her AOL bill was unreasonably high and she was not using the connection as much. She was hard up and was on a family way. At the same time, she didn’t want to spoil her credit history. She made numerous calls worldwide to almost all the AOL contact centers. She complained to almost everybody in the hierarchy ranging from an agent to the supervisor to the manager. But in vain. Moreover, she was never even given a proper reasoning as to why the charges shot up. Everyone advised her to pay up ASAP.

That morning, again, as a routine, she called up AOL and this time the call landed in India, Wipro BPO. It was taken by an enthusiastic caller Rahul.He heard her query and said that he would make sure that by the end of this call, all her queries would be resolved. Little did she believe him.  Nevertheless, Rahul checked and re-checked the history, verified all the charges and usage, from the date she bought the connection till now. He didn’t bother about the duration of the call being so long. He got into the minutest detail of her AOL account, and, to his surprise, found out that there was some system’s glitch that occurred last year due which Mrs. Jones was being double billed each month. He made sure that all her extra charges were waived off.

Rahul explained the situation to Mrs. Jones, and, for good half an hour, she just kept crying, trying to believe that her query was actually solved. She was too touched to speak anything, all she said was “I wish my to-be-born child is exactly like you, so patient, so helpful, so willing, and so intelligent.” She sent an appreciation letter and wrote that she had named her son after Rahul’s name because she doesn’t want to forget an angel like Rahul for life.

A Team-lead now, Rahul is looked up with lot of respect from his colleagues and his supervisors. One extra effort he made during that call changed everybody’s perception towards him. He is recognized and this helped him move up the corporate ladder. One call changed it all. For Rahul and for Mrs. Jones !